Toputure Frequently Asked Questions

Your frequently asked questions answered.

Quick Navigation

Product Selection

Product Selection

Warranty

90-Day Trial & 60-Day Price Protection

Payment

Shipping

Orders & Account

Order Management

Payment Issues

Before You Buy

Below are answers to frequently asked questions about policy payment and shipping,  that you may have before shopping on the Toputure website.

What is your warranty policy?

We offer 1 year warranty to protect your Honiture product. This Warranty only applies to Honiture products (the “Product”) that you purchase from Toputure.com for your personal use and not for commercial resale. This Warranty is available only in the country or region where you originally purchase the Product. Please note that under certain specific circumstances, the product may not be covered by our warranty service. For more details, please refer to our warranty policy.

Do you offer on-site repair services?

We regret to inform you that we do not currently provide on-site repair services. You will need to send the product to our after-sales service center via courier. We will then repair or replace your product as part of our after-sales support. In the future, we are dedicated to expanding our range of repair services to better meet our customers' needs.

What does the warranty cover?

Coverage is valid for:
✔ Original purchaser only (non-transferable)
✔ Defects in materials/workmanship under normal household use
✔ Repair or replacement of the main unit/non-wearable parts (at Toputure’s discretion)

What is 90 Day Trial for Toputure Treadmills?

Toputure offers a 90-day Home Trial for all of our large fitness equipment, which includes walking pads， treadmills,and exercise bike.You can initiate a refund within 90 days of receiving your package if you are not satisfied with the product or have any product issues.

How long does order processing and shipping take?

Please allow 1-3 business days for order processing, followed by an additional 3-7 business days for delivery, depending on your location. Once your order has been processed and dispatched, you will receive a notification email with a tracking number. Please note deliveries may be delayed by unforeseen circumstances, including natural disasters such as floods, tornadoes, blizzards, locust swarms, or extended lockdowns. Rest assured, we will always strive to get your order to you as quickly as possible.

Will all the items in my order be delivered in a single shipment?

You will receive a shipping notification email once your order has been shipped. Please note that due to varying shipping methods used for different products, items in your order may be sent in separate packages and may not arrive simultaneously.

Can I change the delivery address after the order has been shipped?

Unfortunately, once an order has been shipped, we are unable to change the delivery address. Please ensure that you enter the correct delivery address before placing your order. If the address is incorrect and you are unable to receive the order, please refuse the order upon delivery and contact our Customer Service for further support.

Can I cancel the order after it has been shipped?

Unfortunately, once an order has been shipped, we are unable to cancel it. Please refuse the order upon delivery and contact our Customer Service for a return.

What carriers do you use?

It depends, you can see all carriers we cooperate with here.

What's the cause of damage to my product's cardboard packaging?

We apologize for the damaged packaging of your order caused by long-distance transfers during transportation. Damage often results from long-distance transfers during transportation, involving various handling processes like sorting, loading, unloading, and transportation.

If product is damaged during shipping, what should I do?

Contact our customer support within 30 days of receiving your order for assistance with any issues. Provide proof of damage for return or replacement.

Which payment methods are supported?

We support order payment by credit card, Paypal, Google Pay, Shop Pay and Klarna installment payment.

Do you accept installment payment?

Yes, we do accept installment payments for your Toniture order through Klarna/Shop Pay (US/CA/UK/EU) . At checkout, you will be redirected to Klarna - Flexible payments to complete your purchase securely.

What’s your price-match policy?

If at the time of purchase, or within 30 days, should you find the same model currently advertised at a lower price by an authorized Topture retailer in your country, we’ll refund you the difference. Our Management Team will automatically review and compensate the price difference. Please contact help@toputure.com to assist with your price match request. Learn more at Price Match Guarantee.

When will my refund process?

Refunds will be issued within 5-7 business days after we: Receive the returned item; Verify it meets all return conditions; Confirm no quality issues exist.

I tried to use a coupon code,but it didn't work. Why can't l usemy code?

There are couple possible reasons for why a coupon code didn’t work in your cart. The coupon codes offered for our website are typically one use per customer only, so if it has been used by you before, it cannot be used again. Another reason could be that the coupon has expired. Coupons also cannot be combined with any other offers.

When will my credit card, or payment method, be charged?

You will be charged at the time of order so that we can start the processing of your order and prepare the items for shipment.

Can I use a coupon on a previous order?

Coupon codes cannot be used for previous purchases. They must be entered during checkout to be applied.

Are there electronic versions of the treadmill's instruction manual? Can I download and read them?

Yes! You may click this link to view：User Manuals

After Purchase

General Troubleshooting - Here are basic troubleshooting steps from the Toputure professional team, designed to assist you during product use.

Is your treadmill stuck or the running belt blocked, so it cannot move?

1. When the treadmill incline support is at its highest setting, a slight feeling of jerkiness may occur during slow walking. This is normal (ignore this if the treadmill does not have an incline support).
 2. If the treadmill experiences jerkiness and the running belt cannot move under load during slow walking when the incline support is not raised, the following may be the cause. Please check:
 2.1 The load may exceed the treadmill's maximum load capacity.
2.2 The running belt may be too loose, causing slippage during operation. Adjust the belt appropriately according to the operation video.
2.3 Jerkiness may also be due to excessive lubricant on the back of the running belt (you need to check if lubricant has been added). If too much lubricant has been added, with the product in standby mode, lift the running belt from the side and wipe the running board or the back of the running belt with a cotton cloth.
2.4 During peak electricity usage times, low household power voltage may cause the treadmill to be unable to move under load, resulting in jerkiness. Please run the product at different times to observe whether the jerkiness or inability to move under load persists.
If you still experience significant lag or slow performance after checking the above scenarios, please contact the relevant after-sales customer service representative for your order.

What should I do if the running belt slips?

1. Please check if you have just added lubricant. If so, please do not add lubricant again. Use a lint-free cloth to absorb some lubricant from both sides of the running belt edge and then try again to see if the problem is resolved.
2. If you have not added lubricant, please adjust the running belt to the appropriate tension according to the instruction manual.

What should I do if my treadmill isn't working?

First: Please check if the safety lock is in the correct position.

Second: Check if the power indicator light is on. If it is not on:
1. Check if the power cord is damaged. Replace it with a different type of power cord and power on the treadmill to see if it starts. This will rule out a power cord problem.
2. If replacing the power cord does not solve the problem, check if the switch is turned to the "-" position and observe if the indicator light on the switch is on. If the switch is still not on, replace the switch.

Third: If the power indicator light is on:
1. Disassemble the machine and check if the indicator light on the lower control is on. If it is not on, the cable from the switch to the lower control is faulty. Unplug and replug it to resolve the issue. If unplugging and replugging does not work, the lower control needs to be replaced. If it is on, the communication line from the lower control to the main board is faulty. Check if the terminals from the lower control to the lower instrument panel are properly connected. If the terminals are properly connected, the lower instrument panel main board is faulty and needs to be replaced.
2. If the above methods are ineffective, please contact the customer service of the platform corresponding to your order.

The treadmill's display screen is exhibiting the following problems: not working/screen not lit/no content displayed. What should I do?

1.1 First, check if the power supply is plugged in properly and if the power switch indicator light is on. Rule out power supply or wiring faults.
1.2 Check each terminal connector of the electronic watch to ensure they are properly connected. Check for misaligned pins, missing contacts, or broken wires. If any faults are found, correct them.
1.3 Check if the indicator light on the controller is on. If it's not on, check the cable connecting the switch to the lower control for looseness. Rule out controller faults.
1.4 If the above solutions do not resolve the issue, please contact customer service on the platform corresponding to your order.

The treadmill screen is exhibiting the following problems: incomplete display/only half the screen is lit/partial screen is not lit, and some content cannot be displayed. What should I do?

The content cannot be fully displayed because the LED beads on the motherboard are damaged. Please contact the customer service of the platform corresponding to the order for assistance.

What should I do if my treadmill has the following problems: scratches on the screen, scratches on the instrument cover, or scratches on the dashboard?

To protect the dashboard's appearance, a protective film is applied to the dashboard at the factory. If you think scratches on the film affect its appearance, you can simply peel it off.

Lubricant usage issues. Oil leaks/oil stains/lubricant/how much lubricant to add each time/when to add lubricant/Does it need to be lubricated for first use?

First, the treadmill comes with lubricating oil pre-filled at the factory; no additional oil is needed for first-time use.

Second, add no more than 10ml each time, and run the treadmill for a while after adding the oil.

Third, if the treadmill is leaking oil:
1. Check if the oil drip cap is aligned with the oil guide tube. If so, adjust the cap.
2. Check the oil guide tube for blockages causing oil overflow. Clear any obstructions.
3. Run the treadmill for a while after adding lubricating oil to allow it to spread and prevent buildup.
4. Do not lay the treadmill on its side to avoid oil leakage.

Fourth, if there are oil stains on the treadmill:
1. For treadmills with drip nozzles, add lubricating oil/silicone oil to the drip nozzles. For treadmills without drip nozzles, add silicone oil to the center of the running belt. If oil stains appear on the running belt, [further instructions may be needed]. If the problem occurred after adding lubricating oil, it's likely due to excessive lubricating oil overflowing during operation. If not, check if the treadmill has been running unloaded for extended periods. When unloaded, friction between the running belt and the running board is low, preventing even lubricating oil distribution. Prolonged use can cause excess silicone oil to accumulate at the edges or bottom of the running board, which may then evaporate or seep out when heated. Normal exercise is fine.
2. Check if the treadmill is being placed on its side. Side-lying the treadmill can cause lubricating oil leakage, so please do not place it on its side. Fifth, how to determine if the treadmill needs lubrication: Touch the inside of the running belt (the surface where the belt contacts the running board) with your hand, then touch the finger you just touched with your other hand. If it feels moist, lubricating oil is not needed.

How to fix a misaligned treadmill belt?

1. If the running belt is centered when unloaded but shifts when loaded, the customer should check if the product is level or the customer's posture. This is not a problem with the treadmill itself.
2. If the running belt still shifts when unloaded, please contact the customer service of the platform corresponding to your order to obtain a video tutorial on adjusting the running belt.

What should I do if I make noises or unusual sounds while running or walking?

1. When running or walking slowly, the motor and rollers, along with other related components, will produce uniform noise during rapid operation. This noise is normal.

2. If a "clicking" sound is heard upon first unpacking or after a long period of inactivity, this noise is caused by the running belt hardening due to prolonged inactivity. This noise will automatically disappear within 1 hour of no-load operation.

3. If noticeable abnormal noise occurs during running or walking slowly:
3.1 Before running or walking slowly, ensure that the foot pads around the treadmill and the movable support pads on both sides of the running board are in contact with the ground. Also, ensure the quick-release mechanism of the upright is securely installed. Eliminate any structural issues causing the noise.
3.2 With the treadmill in standby mode, observe the area around the running belt and check for any foreign objects interfering with the running belt when the motor cover is removed.

4. If the above three points cannot resolve the issue, please take a video of the area causing the abnormal noise and send it to the relevant platform customer service.

What is U182? How do I repair a treadmill?

1. U182 is a software version number. It's normal for this code to be briefly displayed during startup. Users can wait for it to automatically enter the user interface. If the treadmill is running normally, no further action is needed.
2. If the treadmill displays U182 and then fails to work properly or remains stuck on this screen, there may be a problem. Customers are advised to provide detailed information or a video to the relevant platform's order customer service.

My treadmill is displaying an error code. How do I fix it?

Please navigate to the page: Error Code Guide

Which apps are compatible with the Toputure exercise bike?

Fitshow/Zwift/Kinomap

My exercise bike keeps disconnecting after I installed Bluetooth. What should I do?

Please delete the app, reinstall it, and then grant the necessary permissions for it to function properly.

Is it possible to swap a non-Toputure exercise bike seat for a Toputure exercise bike?

No, the seat and frame are a fixed fit.

My bike makes a squeaking sound while I'm riding it. How can I fix it?

1. If a noise is detected, please troubleshoot as follows: Installation Troubleshooting: Check bolts and knobs to see if they are loose, causing wobbling and noise. Environmental Troubleshooting: Ask the customer to check if the ground is uneven, as this may cause wobbling and noise when the customer rides the bike.
2. If the above methods do not resolve the issue, please provide a video to the customer service of the relevant order platform.

CONTACT US

If you have further queries feel free to reach out to us, our team is available to support you 9:00 am to 7:00 pm during Monday to Friday
CONTACT US